From the paper stock used by the company to its policy of returning phone calls to how lawyers and employee’s welcome new customers and say goodbye to departing ones, everything can affect customers. Even small things, such as the quality of coffee, the effort made to make a customer feel welcome, a law clerk’s attitude and the images on the wall, can make a difference. It takes a great deal of effort and time for sophisticated marketing specialists to examine the main contact points of a business.Find additional information at Dallas Debt Relief Lawyer.
The quality of the client’s satisfaction relative to a specific point of contact is an indicator of the general health of the company. A great deal of marketing consists in translating and shaping these ordo-nary contact points into positive customer experiences. Changing the point of contact to be more consistent with the customer’s satisfaction will certainly improve the quality of the service provided by your company, but it will not, on its own, bring about a fundamental change in the company’s service quality.
For this, the company must examine its innermost core: the primary leadership and the inspired principles on which these leaders rely when constructing the company’s character. Only by achieving this level of profundity can you transform your business from ordinary to extraordinary. The contact points are only just as good as the quality of service that speaks through them. Service must be a direct expression of the company’s values, rendered real through the language and actions of the entire company.
When the actions of a business are an expression of its inspired values, every point of contact becomes an expression of its distinctive brand of service. But the concept of service must originate from the core of the inspired principles formulated by the company’s top leadership.I call these central values the company’s “V” spot. When a company has a solid set of inspired values, each point of contact will resonate with the company’s vision. Without the formulation of inspired values and the clause, the company will not be able to build the language, structure and systems necessary to ensure that all its actions and communications are commensurate with these values.
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